Frequently Asked Questions

Our ugly Christmas sweaters are made of 100% polyester, a lightweight stretch fabric with a soft, cotton-like feel. Each panel is printed with an all-over print, then cut and sewn.

No. The Fair Isle-style "knit" pattern is printed onto the fabric. Our sweaters are not knitted, hand-knit, or jacquard sweaters, and they contain no wool.

All sweaters are unisex with a crew neck, long sleeves, and a regular fit, in sizes S, M, L, XL, 2XL, 3XL, 4XL, and 5XL. Please compare the flat measurements in our Size Guide with a sweater you already own before ordering. Measurements are taken by hand and may vary by about 1 inch (1-2 cm).

Machine wash cold with like colors, or hand wash. Tumble dry low. Do not bleach.

No. Every item is made to order after you place your order. We do not hold finished product inventory, and we do not operate a retail store or warehouse.

Orders are produced and shipped by our production partner from facilities outside the United States. Products in the same order may arrive in more than one package and on different dates, at no extra charge.

For U.S. orders, handling (production) takes 4 to 5 calendar days. Standard Shipping transit takes 7 to 12 calendar days, for an estimated total of 11 to 17 calendar days. Fast Shipping transit takes 6 to 10 calendar days, for an estimated total of 10 to 15 calendar days. Calendar days include Monday through Sunday. Delivery times are estimates, not guarantees.

For merchandise subtotals below $99.99 USD (after discounts and before taxes), Standard Shipping is $5.95 USD and Fast Shipping is $15.95 USD. Both options are free for subtotals of $99.99 USD or more. Available methods and final charges appear at checkout. See our Shipping Policy for details and international shipping information.

Possibly. All orders, including orders shipped to the United States and replacement orders, ship Delivered Duties Unpaid (DDU). Import duties, taxes, and customs fees, if any, are paid by the buyer. They are not included in the product price or shipping charge, are not collected at checkout, and may be collected by the carrier or customs authority before or at delivery. Ugly Sweater Store does not cover, reimburse, or refund import duties, taxes, or customs fees in any case, including for refunded and replacement orders.

When tracking is available, we email a tracking number to the email address used at checkout after the package is handed to the carrier. Tracking may take 3 to 5 business days to become active. You can also check the status on our Order Tracking page with your order number and checkout email.

Holiday delivery depends on production capacity and carrier conditions. Delivery before a holiday is not guaranteed unless an explicit guarantee is displayed at checkout, so please order early and check the delivery estimates above.

Yes, within 4 hours of purchase. Email support@uglysweater.store with your order number, the email address used at checkout, and CANCEL or EDIT in the subject. After the 4-hour window, production may begin, and an order cannot be cancelled or changed after production starts. Full details are in Section 1 of our Refund Policy.

Card payments are processed by Stripe, and PayPal payments are processed by PayPal. The payment methods available for your order are displayed at checkout. Ugly Sweater Store does not store complete card numbers or security codes and will never ask you to send card details by email.

Because each item is made to order, we do not accept returns, refunds, or exchanges for a change of mind or a customer preference. This does not limit any consumer right that cannot be excluded under applicable law.

We do not accept returns or exchanges for an incorrectly selected size. If the item you received matches the published measurements but you selected the wrong size, contact support for a 50% discount voucher toward a replacement order. You do not need to return the original item. If the item does not match the published measurements, it is treated as a production fault (see below).

Email support@uglysweater.store within 30 days of delivery with your order number, the email address used at checkout, a clear photo of the problem, a photo of the complete product laid flat, and a photo of the shipping label (for a measurement issue, also a photo of the size label and the measurements with a measuring tape). No return is needed: you do not need to send the item back. After the claim is approved, we will either ship a new replacement order at no additional cost or issue a refund to your original payment method.

If tracking shows no movement for 10 consecutive business days or the carrier confirms the package is lost, contact support. If the loss is confirmed, we will either ship a new replacement order at no additional cost or issue a refund to your original payment method. If tracking shows Delivered but you cannot find the package, check with household members, neighbors, the local carrier, and building reception, then contact us within 7 days of the delivery scan.

Approved refunds are processed within 3 to 5 business days after the claim is approved and are returned to the original payment method. Your bank or payment provider normally needs 5 to 10 business days to post the funds. Import duties, taxes, and customs fees are not refunded. See our Refund Policy.

Ugly Sweater Store is operated by Big4rest LLC, a limited liability company registered in New Mexico, United States. Products are made and shipped by our print-on-demand production partner.

Email support@uglysweater.store, call +1 (505) 218-4695, or use our Contact Us page. Support is available Monday through Friday, 9:00 a.m. to 6:00 p.m. Mountain Time, and messages normally receive a response within 12 to 24 business hours. Our business correspondence address (1209 Mountain Road Pl NE, Ste N, Albuquerque, NM 87110, United States) is for mail only. It is not a return address, so please do not mail products there.